IT Support Analyst (Level 1 - Level 2)

📋 Description

• Answer phones and respond to support requests from clients in a professional, friendly way
• Work through helpdesk tickets, prioritising sensibly, updating tickets as work progresses and
• Communicate clearly with non-technical users, setting expectations and following through
• Remote into client devices to troubleshoot and resolve issues
• Resolve day-to-day issues across a range of client environments, including user accounts, email
• Assist with Microsoft 365 administration through the Microsoft 365 Admin Center, including users

🎯 Requirements

• Hands-on Microsoft 365 administration experience across Microsoft Entra (Identity) and Exchange
• In-depth knowledge and experience of the Microsoft 365 Admin Center (identity, Exchange and related
• Hands-on administration of a business or hosted phone system
• Experience with a PSA/ticketing platform, an RMM and an IT documentation platform
• Experience writing SOPs, checklists and technical documentation
• Client-facing experience and a calm, professional phone manner